In SERV 310 with Professor Sunghan Kim, our team developed a service concept to strengthen Wells Fargo’s mobile app security and rebuild customer trust. We proposed two key features: two-factor authentication (2FA) for Zelle P2P transfers to minimize unauthorized transactions, and haptic touch functionality within the account dashboard to let users obscure or reveal sensitive information at their discretion.
YEAR
2024
ROLE
CX DESIGNER
SERVICE DESIGNER
SERVICES
DIGITAL BANKING SECURITY SERVICES
PERSONAL FINANCIAL MANAGEMENT SERVICES
CUSTOMER TRUST & RELATIONSHIP SERVICES
SUPPORT & OPERATIONAL SERVICES
About the project
Grounded in interviews with 20+ participants, we mapped the broader service ecosystem, customer journeys, and a detailed service blueprint to ensure seamless implementation across channels. We synthesized our research into a whitepaper designed for accessibility across all stakeholders, from C-suite executives to front-line bank tellers; bridging strategic vision with operational clarity. By combining stronger security with user-controlled privacy, the concept not only addressed immediate risks but also empowered customers to engage with their finances more confidently, laying the foundation for long-term trust and satisfaction.
Smooth Scroll
This will hide itself!
This will hide itself!
Wells Fargo
OVERVIEW
In SERV 310 with Professor Sunghan Kim, our team developed a service concept to strengthen Wells Fargo’s mobile app security and rebuild customer trust. We proposed two key features: two-factor authentication (2FA) for Zelle P2P transfers to minimize unauthorized transactions, and haptic touch functionality within the account dashboard to let users obscure or reveal sensitive information at their discretion.
YEAR
2024
ROLE
CX DESIGNER
SERVICE DESIGNER
SERVICES
DIGITAL BANKING SECURITY SERVICES
PERSONAL FINANCIAL MANAGEMENT SERVICES
CUSTOMER TRUST & RELATIONSHIP SERVICES
SUPPORT & OPERATIONAL SERVICES
About the project
Grounded in interviews with 20+ participants, we mapped the broader service ecosystem, customer journeys, and a detailed service blueprint to ensure seamless implementation across channels. We synthesized our research into a whitepaper designed for accessibility across all stakeholders, from C-suite executives to front-line bank tellers; bridging strategic vision with operational clarity. By combining stronger security with user-controlled privacy, the concept not only addressed immediate risks but also empowered customers to engage with their finances more confidently, laying the foundation for long-term trust and satisfaction.
Smooth Scroll
This will hide itself!
This will hide itself!
Wells Fargo
OVERVIEW
In SERV 310 with Professor Sunghan Kim, our team developed a service concept to strengthen Wells Fargo’s mobile app security and rebuild customer trust. We proposed two key features: two-factor authentication (2FA) for Zelle P2P transfers to minimize unauthorized transactions, and haptic touch functionality within the account dashboard to let users obscure or reveal sensitive information at their discretion.
YEAR
2024
ROLE
CX DESIGNER
SERVICE DESIGNER
SERVICES
DIGITAL BANKING SECURITY SERVICES
PERSONAL FINANCIAL MANAGEMENT SERVICES
CUSTOMER TRUST & RELATIONSHIP SERVICES
SUPPORT & OPERATIONAL SERVICES
About the project
Grounded in interviews with 20+ participants, we mapped the broader service ecosystem, customer journeys, and a detailed service blueprint to ensure seamless implementation across channels. We synthesized our research into a whitepaper designed for accessibility across all stakeholders, from C-suite executives to front-line bank tellers; bridging strategic vision with operational clarity. By combining stronger security with user-controlled privacy, the concept not only addressed immediate risks but also empowered customers to engage with their finances more confidently, laying the foundation for long-term trust and satisfaction.
Smooth Scroll
This will hide itself!
This will hide itself!